Many times, a call center is conditioned to receive calls, find solutions, note the reason and pass to the next customer in line, with agility. But, with contacts of just a few minutes, it is difficult to obtain relevant information. And what if there were a technology that transformed these interactions into learnings for the future?
This technology already exists and goes beyond phone calls, any type of conversation between a customer and a company can be analyzed. Inclusive, it is not just the tone of voice that defines whether an experience was positive or negative, but rather the overall context of communication. Factors such as regionalisms and cultural expressions play a fundamental role in this interpretation, because a person can sound agitated when commenting on an event without necessarily being dissatisfied or can use colloquial expressions without negative connotation
With Generative Artificial Intelligence — the one that not only automates tasks, but also analyzes data and generates insights —, companies can, in addition to addressing specific issues, examine thousands of files and data, identify patterns of dissatisfaction in conversations, anticipate needs and help companies improve the consumer journey.
AI performs a detailed analysis with each interaction, something that a human analyst, due to the volume of data, I wouldn't be able to do it with the same scope and in the same time. When identifying opportunities, even in the smallest conversations, the tool transforms these insights into actionable intelligence for the company, explain Carlos Sena, founder ofAIDA, platform specialized in the use of Generative AI to transform interactions into actionable intelligence
Brazil is already emerging as one of the global leaders in the adoption of this "branch" of AI: the country is among those that use generative artificial intelligence the most in the world, according to a survey commissioned by Google — 54% of respondents stated that they used the technology last year, while the global average was 48%.
Applied to customer service, generative AI can go beyond its more traditional use, that involves chatbots and virtual assistants to automate contact. After all, even in automated interactions, the user experience is not always satisfactory. That's why, more complex services — or even the customer — still require human presence.
And it is in these cases that the not so obvious use of AI can be valuable: generative AI analyzes customer behavior in conversations with attendants, identifies patterns of dissatisfaction and maps friction points, allowing continuous adjustments to make the journey more efficient. The data analysis performed by the tool helps brands understand the bottlenecks and the points of greatest dissatisfaction in customer service, without needing to "guess" anything. Thus, the improvement decisions are better grounded and, consequently, are more likely to have positive effects
"More than just responding to user requests, Artificial Intelligence allows companies to turn every interaction into an opportunity to enhance their services, creating, at the end, a true source of information and going to the 'root of the problem' to solve it. Listen well, reflect, analyzing and organizing calls can be the difference between losing a customer or winning them over forever. It seems contradictory, but technology ends up being a great ally to make the service more humanized, finalizes Sena
